Sixth in a Ten Part Series

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the sixth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #6: Have Diligence Relative to Category, Sub-Category, and Item. As I mentioned in Lesson #2, don’t take shortcuts or be short-sighted in the proper definition of your meta-data. I realize that it may be impossible to...

Seventh in a Ten Part Series

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the seventh in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #7: Review ALL existing ITSM systems, organization charts, and IT contracts when developing the strategy for your new ITSM platform. If you’re going to deploy a new, single, unified ITSM platform to replace all others...

Eighth in a Ten Part Series

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the eighth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #8: Resist Customization. Everyone thinks that their organization is unique, has a unique use case, and has a valid reason why a tool should be customized to fit their use case. While I am not denying that there are...

Ninth in a Ten Part Series

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the ninth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #9: Have a good CAB. ITIL will tell you that the “Change Manager” is the only person that needs to approve a Request for Change (RFC). While this is literally true, the “Change Manager” must be advised by someone. ...

Tenth in a Ten Part Series

I have often been asked about my lessons learned in implementing an IT Service Management (ITSM) tool. Below is the tenth in a ten part series examining my ITSM lessons learned. I hope that these lessons help you on your journey to ITSM nirvana.

Lesson #10: Pilot your new ITSM platform in parallel with your old “ticketing” system. There is no better way to understand how your new car will operate than taking it for a test drive. ITSM platforms are no different. ...